The last two years have seen a fresh wave of attention paid to customer feedback. The previous wave, initiated by the wider availability of inexpensive survey tools, saw a lot of surveys and efforts to

The 1980s appears to be the decade of anthems for Australia. "Down Under" by Men At Work is arguably the most iconic, especially internationally. Not least of all the ‘80s anthems was John Farnham's smash hit

Business people can’t go wrong by throwing the term “customer experience” into conversation. “This year, the focus is on the customer experience.” “We’re going to re-focus our processes around the customer experience.” “What differentiates us

Nothing is as unfathomable to a customer as a great initial buying experience followed by a terrible support experience from the same vendor. This isn’t simply perceived as the vendor having a rough day or

Remember the old days, when the seller controlled the buyer-seller relationship? Sales and marketing could still focus on simple things, like stuffing customers through the funnel like cattle through a chute. Marketing collected leads, sales

(Editor’s note: Today’s guest blogger, Esteban Kolsky, is one of the top independent analysts focused on customer experience, CRM, sales, service and all other aspects of the customer-facing parts of business. His writing on digital